Our gifted and compassionate VP of Transportation and Directors are exceptional at leveraging the strengths of our department teams to achieve our strategic objectives that parallel the key attributes listed above. Our Customer Service Center, Partner Relations, Scheduling, Information Technology, Service Concerns & Training, Program Management, and Billing Teams collaborate using their respective disciplines to serve the business need and a positive client experience.
When an atmospheric river dumped trillions of gallons of water on western Washington in late 2025, transportation impacts for some communities were immense. Hopelink NEMT mounted an exceptional response to these challenging conditions. Below is an anecdote Darryl Sierra, the Director of Hopelink NEMT, sent to RARET about their experiences with three separate kidney center locations submitting evacuation assistance requests when the levees broke in South King County during the flood event in December. I believe this exceptional response reserves recognition:
"During the flooding event in South King County, we faced multiple evacuations and a wide range of operational challenges. One of our most notable successes was the evacuation of three kidney centers in South King County. Despite significant uncertainty and rapidly changing conditions, NEMT responded quickly and diligently to ensure client safety.
As the situation unfolded, we worked closely with the kidney centers to collect all necessary client information. From there, NEMT convened a huddle with the Scheduling and Partner Relations teams to develop a coordinated action plan. Clients were prioritized based on vulnerability and urgency, ensuring those with the most immediate needs were assisted first, while others who could safely wait were scheduled accordingly.
Despite extensive road closures, including the shutdown of Highway 167, all Hopelink clients were successfully evacuated from the three kidney centers before 7:00 p.m. This outcome reflects strong teamwork, effective communication, and the dedication of staff and service providers working under extremely challenging conditions.
Looking ahead, there are opportunities to better support NEMT operations during large-scale emergencies. Additional resources for call center agents and service providers would significantly improve our ability to respond. While NEMT prioritizes client safety above all else, it is important to recognize that the agents taking calls and the transportation partners picking up clients were also personally impacted by the flooding. Many were managing concerns related to their own families, homes, and businesses while continuing to serve clients.
"Expecting staff and partners to operate at full capacity during a disaster is a significant ask. Increased resources and/or funding to support essential workers during emergencies would provide a critical safety net, helping ensure continuity of services while acknowledging the human impact these events have on our workforce" -Darryl Sierra
-Submission From Dean Sydnor (RARET Program)
